Customer Care Business Development Manager

At Samsung SDSA, we're committed to creating innovative products and services that make a positive impact on people's lives. As part of our Customer Care IT Service team, you'll play a crucial role in ensuring our clients receive the best possible support and service.

We're looking for a talented and experienced Customer Care Business Development Manager to join our team. In this role, you'll be responsible for driving the growth and success of our Customer Care IT services. You'll work closely with our clients to understand their needs and develop customized solutions that meet their unique challenges.

Samsung SDSA Customer Care IT Service team is on a mission to provide most reliable and optimized Customer Care IT solutions or relevant applications to our clients. We’re service team that focuses on delivering advanced and dependable IT services to our current clients and to expand our business even further. We’re looking for a specialist with excellent communication skills, business strategy, and customer care technical knowledge to lead the team to better success.

As a valued member of our team, you'll play a crucial role in driving our organization forward by taking ownership of a diverse set of responsibilities. You'll be the primary point of contact for our clients, building strong relationships and ensuring seamless communication throughout every step of the process. In addition to managing day-to-day interactions, you'll lead the charge on implementing new services and providing training to both internal teams and external stakeholders.

Your leadership skills will come into play as you oversee a talented group of individuals, guiding them towards success and fostering a collaborative environment. You'll tackle complex challenges head-on, working closely with your team to develop innovative solutions that drive results.

Resource management and planning will be integral to your role, as you'll be responsible for effectively allocating resources and ensuring that projects stay on track and within budget. You'll also be involved in the budgeting process, making strategic recommendations and securing necessary approvals.

In addition to your core responsibilities, you'll have the opportunity to contribute to the growth of our business by participating in regular business reviews and expansion initiatives. You'll evaluate new solutions and vendors, making informed decisions that align with our overall goals and strategy.

Above all, you'll be committed to continuous improvement, constantly seeking out ways to streamline our processes and drive greater efficiencies. This is a unique opportunity to make a tangible impact on our organization, shaping our future success and advancing your own career in the process.

Our team is based in our Regional HQ in Ridgefield Park, NJ. This role currently works on a hybrid schedule: 3 days in the office, 2 days from home.

Some business travelling is expected for this role.

Key Responsibilities:

• Work with clients effectively to understand their needs, identify, and implement solutions while maintaining continuous communication
• Analyze business requirements, provide time estimates, create and modify IT Strategy, prepare design documents, system development, and production handover.
• Coordinate with prominent solution or implementation partners, business & technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications
• Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time
• Understand and ensure system service level goals are met
• Professional knowledge and hands-on experience of customer care business area such as contact center, field service and/or any related business aspects
• Ensure that implementation plan is updated and current
• Build and lead the complete Implementation plan, while providing executive updates regarding its progress
• Perform other duties as assigned

Requirements

• Bachelor’s Degree, Computer Science major or similar required
• 10+ years’ experience with customer care related IT service operation and/or implementation including business analysis.
• Any CCaaS experience with NICE, Genesys or any relevant contact center solutions and/or any CRM experience to deal with customer request for general questions, technical support and/or repairs, exchange, refund, etc.
• Ability to interact and cultivate excellent working relationships with technology teams, business analysts, customers and vendors.
• Derive business planning/strategy, system architecture & design and effective communication with stakeholders highly preferred
• Need to fit into current service structure and business understanding and convert them into our future business model how to transform and how to prepare for competitive business service model with any relevant solutions and technologies
• Business traveling up to ~20%
• Work from the office on a hybrid schedule according to company policy
• Must be authorized to work for any employer in the U.S.

Benefits

Samsung SDSA offers a comprehensive suite of programs to support our employees:

• Top-notch medical, dental, vision and prescription coverage
• Wellness program
• Parental leave
• 401K match and savings plan
• Flexible spending accounts
• Life insurance
• Paid Holidays
• Paid Time off
• Additional benefits

Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.

We are committed to providing reasonable accommodations to participate in the job application or interview process for candidates with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.